Job Title

What You’ll Do:Queue & Case Management (Core KRA)- Own and actively manage erroneous contract queues, ensuring timely assignment to the team and driving resolution within defined SLAs - Monitor and manage approval queues across Salesforce CPQ, Ironclad, and other deal-related systems, ensuring approvals move efficiently and blockers are addressed proactively - Oversee support intake via Slack, JSM, and email, ensuring tickets are triaged, assigned, tracked, and resolved effectively - Identify aging items, recurring issues, or bottlenecks across queues and escalate risks proactively to RevOps leadershipSales Enablement & Stakeholder Collaboration- Partner closely with Sales and Sales leadership to support active deal cycles and unblock issues quickly - Coordinate with Finance, Legal, and RevOps leadership to resolve deal exceptions and approval delays - Reinforce best practices around deal structure, approvals, and administrative requirements with Sales teamsProcess Excellence, Tooling & Analytics:- Own team KPIs and dashboards (e.g., cycle time, SLA attainment, backlog, error rate, escalations, Sales satisfaction); communicate performance and trends to leadership weekly - Standardize and continuously optimize workflows in Salesforce and related systems (e.g., CPQ, eSignature, and Ironclad); champion adoption of AI-assisted workflows and best practices - Drive operational projects/initiatives to improve throughput, accuracy, and Sales experience, document SOPs, and wiki playbook - Maintain a strong working knowledge of Finance policies (e.g., Booking and Commissions rules) and ensure consistent application and training across the team - Enforce governance, including approval matrices, delegation of work, and wiki playbook adherence; ensure well-documented audit trails - Implement quality control checks; drive measurable reductions in rework/error rates and time to resolutionTeam Leadership & People Management:- Manage SPOT Help - stakeholder query management process and contract erroneous queue assignments, ensuring closure of all cases per TAT - Ensure availability for yourself and the team during odd hours to support timely deal closures and provide instant support to Sales during EOM/EOY - Manage team capacity, scheduling, and coverage to meet SLAs across time zones and sales segments - Own onboarding and ramp plans for new hires; drive ongoing skills development and certification on contracting policies and tools - Lead, coach, and develop a team of Revenue Operations Support reps; set clear goals, provide regular feedback, conduct performance reviews, and build strong career paths - Serve as the escalation point for complex requests and exceptions; make sound judgment calls and escalate to senior leadership as needed - Lead monthly contracting office hours and participate in QBRs; facilitate contracting training and refreshers for the team - Assist with recruitmentRequirements:- 5+ years of experience in contract management, deal desk, sales operations, finance, or related fields, with demonstrated progression - 2+ years of people leadership (team lead, supervisor, or manager) preferred; strong mentorship track record required - Comfortable working night shift (6:30 pm to 3:30 pm) - Bachelor’s degree with strong academic performance - Proficiency with Salesforce is strongly preferred; experience with CPQ, eSignature (e.g., Adobe Sign/DocuSign), and Ironclad is a plus - Comfortable leveraging AI tools and prompts to increase speed and quality of work - Excellent communication (written and verbal), stakeholder management, and conflict resolution skills; comfortable presenting to senior leadership - Strong business acumen, ethics, and judgment; proven ability to solve problems independently and at pace in a dynamic environment - Exceptional time management and prioritization; flexible working hours; able to manage multiple projects while responding to rep requests and meeting deadlines - Advanced skills in PowerPoint, Word, Excel, Outlook, and Adobe; familiarity with internal support channels (e.g., #SPOTHelp/Erroneous contracts management) is a plus